Community Chat

[Surfnturf]

Yesterday I ordered a bread baker from them. For the first time ever, I noticed they offered warehouse deals. Before I made my purchase, I called and asked about the items offered as warehouse deals to learn more, and decide if I should chance it for the savings.

I was assured warehouse deal items are not defective, but simply have been returned. The went on to tell me they check each item before it's sold to make sure it works perfectly.

I asked again if they were SURE the item was not returned as defective. They assured me again they would not sell it if it were defective. The worst I could expect was a possible minor cosmetic blemish, or it could be repackaged in a different box.

Okay. I was sold. This would be a savings of 90.00 dollars to me.

I'm a prime member, so I just paid an extra 4.00 for it to ship to me over night.

It arrived. It would not even turn on. It was a dud.

I was really upset, and huffing and puffing, not only from anger, but from unpacking and setting up the darned thing.

I called customer service, and the rep apologized to me, and suggested I return it. Duh!

That is not what I wanted to hear. I went on to explain to him how dismayed I was because I had reservations from the start about buying a used one, but my fear had been allayed by the person I spoke with PRIOR to ordering it yesterday.

He then offered to have it picked up instead of me taking it to UPS. I told him that wasn't satisfactory, and I kindly asked to speak to his supervisor.

After a short wait on hold, the supervisor came on the line, and had been appraised of the situation.

He offered to send me a brand spanking new one for the price I paid for the used one.

Not only that, he arranged for it to come tomorrow, Saturday!

So, I ended up with a new bread baker, and UPS will pick up the dud.

FYI. The supervisor told me that, in the future, any time I am not happy with what a regular CS rep tells me, to ALWAYS ask for a superivisor, because they have much more leeway in resolving issues to a customer's satisfaction.

The entire experience was little draining, but I am more than pleased with the outcome.